Jesse;
My understanding the question is about will RT default to re-open a
resolved ticket when a new correspondence comes in .. in my systems
production rt-3.4.4 and dev 3.6.1 this does n't happen (and never
happened in any version of RT I used starting from 3.0.11) .. is there
something I am missing/wrong in my systems?
Roy
Jesse Vincent wrote:
On Mon, Sep 11, 2006 at 04:29:08PM +0100, Roy El-Hames wrote:
I don't *think* its default behaviour, you'll need to create global
scrip with On Correspondence as Condition and action similar to:
On Correspond Open Tickets with template Blank should be the default,
no?
If ($self->TicketObj->Status eq 'resolved' {
$self->TicketObj->SetStatus('open')
}
Regards;
Roy
Jacek Rudowski wrote:
I suppose that it should be default action in RT - but what could be a
reason for not doing that?
The only action in most of cases is new correspondence added in history,
but ticket is still marked as resolved instead become re-opened.
Any idea?
Regards
Jacek Rudowski
________________________________
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Jacek
Rudowski
Sent: 11 September 2006 14:36
To: [email protected]
Subject: [rt-users] How to reopen resolved ticket with customer mail?
Hello,
Another day, another problem...
What and how should I change to have tickets reopened automatically when
customer sends
reply to mail from our support?
Regards
Jacek Rudowski
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